3 Words every small business owner should be able to embrace

“I am sorry” is the most important thing you could say to a dissatisfied client. Every business owner has made their share of mistakes and will certainly continue to do so if they are progressing. Many mistakes can be mitigated with a simple “mea culpa.” However, many small business owners tend to offer up excuses or worse, brush off the error. As consumers, who really wants to know what the excuse is anyway? Don’t we all just want an acknowledgement that we were wronged? Wouldn’t you prefer to have someone offer you a sincere apology and small gesture of recompense than to have him or her plow you with excuses? Who cares why it happened. It happened.

Great clients are forgiving, new clients are cautious and potential clients are on the fence. When you make a mistake with a client, just fess up. Something as simple as saying “I am sorry” does 3 things:

1. It acknowledges that you missed the mark and have fallen short of providing your client with a pleasant experience. Acknowledgment 90% of the remedy.
2. It shows you take responsibility for the error regardless of how it happened and who is really at fault. You represent your business and that includes the vendors your use, the employees you hire, your collaborative partners, your referrers, etc.
3. It provides an opportunity for you to resolve the error. You don’t need to give away the kitchen sink, but you certainly need to compensate your client appropriately (which could be as small as a discount or added product or as big as a complete refund).

The next time you miss the mark with a client, apologize first. Save the excuses and start with an apology. If they require an explanation, be direct, be clear and be accountable. Clients want what they pay for and they want a pleasant experience. Good news travels fast. Bad news travels at the speed of light. One bad client experience can cost you a minimum of 10 potential clients. Don’t pass up an opportunity to keep your clients happy, satisfied and returning!

WANT TO RE-POST THIS ARTICLE ON YOUR BLOG OR USE THIS ARTICLE IN YOUR EZINE, E-NEWSLETTER OR WEB SITE? You may, as long as you include this complete blurb with it:

A.Michelle Blakeley is in the listening business. As a Micro Business Therapist, she provides an open-minded and non-judgmental ear to listen to the real issues and concerns that start-up, emerging and women entrepreneurs experience and negotiate solutions through comprehensive discussions and practical micro business plans. She is featured in Forbes.com and the Financial Post as one of 30 Women Entrepreneurs to Follow on Twitter, contributor for the San Francisco Examiner and Fearless Woman Magazine; the host of Simple Truths for Women Entrepreneurs on BlogTalkRadio.com and author of the NEW e-book: “Get it Right and Move Along… a collection of practical tips, tools and techniques for small business owners.”

What’s the worst that could happen? Bad business advice

Mark your calendar! If you haven’t heard, Simple Truths for Women Entrepreneurs will host their 1st Annual Townhall Show on the MONDAY June 21st at 3:00 p.m. (PST). Don’t miss this month’s topic: What’s the Worst That Could Happen? Some of the worst business advice you could get and how to avoid costly and timely mistakes. We always hear about “how to” do business and what’s the best way to grow our business, but what about what NOT to do? What about the traps that are set for small business owners and the myths that can easily snare new experienced, and unsuspecting small business owners?

During our 1st Annual Townhall Show, we will talk about some of the worst business advice you’ve ever heard, clarify business myths and share with you some damaging business traps to watch out for. Join us LIVE for interactive and dynamic small business dialogue as my POWERFUL and DYNAMIC panel of co-hosts and I share our insight, knowledge and experiences – after all, it’s a show FOR women just like you! I have four intriguing, insightful and well-informed women entrepreneur panelists from all across the country to talk about all things small business related. (Think Oprah’s XM satellite radio show “Oprah & Friends” – only we’ll be talking about women-in-business stuff!) It’s the ultimate source for information AND inspiration for women entrepreneurs!

So, MARK YOUR CALENDAR and dial-in to (347) 884-9802 or log-in here http://ht.ly/1YvAq

Small business owners should cancel all unnecessary meetings

One of the best ways to recapture energy and time is to identify timewasters. Unnecessary meetings can be major time and energy wasters for small business owners. Be mindful of how you spend your working hours. Make them productive, make them effective and make them efficient. The more you ask yourself “what decision needs to be made?” or “how will this bring me closer to meeting my goals and objectives?” the more you will start to eliminate unnecessary meetings. With all the technology we have today, take advantage of ability to reduce travel time and expenses.

Face-to-face meetings should be scheduled wisely. They should include establishing a personal connection with a potential client, sales dialogue and persuading or soliciting a decision. Most other meetings should be done virtually. For more effective and efficient meetings:

• Make sure there is a real purpose for your meeting or event and predetermine your outcome. If your meeting involves: business negotiations, connecting with a decision maker, personal favors, promises, understandings, coordination, persuasion of others, expression of emotions, etc. they should be face-to-face. If not, schedule a virtual meeting.

• Use technology to make scheduling easier and stop playing phone tag. Sites like Tungle, Doodle,Bookfresh and Setster allow you schedule a board meeting, business lunch, conference call, family reunion, movie night, or any other group event.

• Use your virtual meeting to determine the need for a face-to-face meeting and cover the basics (i.e. draft an agenda, review material, etc.) Use sites like DimDim.com, gotomeeting.com, conference call lines, Skype and video conferencing to save time, gas and money and still achieve optimal results. Be sure to send visuals (i.e. PowerPoint, reports, documents, presentations, etc.) ahead of time so that you can review them together online. (This also saves paper).

As a small business owner, you can’t afford not to streamline your business operations, work with a purpose and be efficient. So before you schedule your next meeting, ask yourself, “What is the purpose?” “Is this the best use of my time?” and “How will this bring me closer to my goals and objectives?” and cancel any current unnecessary meetings.

WANT TO RE-POST THIS ARTICLE ON YOUR BLOG OR USE THIS ARTICLE IN YOUR EZINE, E-NEWSLETTER OR WEB SITE? You may, as long as you include this complete blurb with it:

A.Michelle Blakeley is in the listening business. As a Micro Business Therapist, she provides an open-minded and non-judgmental ear to listen to the real issues and concerns that start-up, emerging and women entrepreneurs experience and negotiate solutions through comprehensive discussions and practical micro business plans. She is featured in Forbes.com and the Financial Post as one of 30 Women Entrepreneurs to Follow on Twitter, contributor for the San Francisco Examiner and Fearless Woman Magazine; the host of Simple Truths for Women Entrepreneurs on BlogTalkRadio.com and author of the NEW e-book: “Get it Right and Move Along… a collection of practical tips, tools and techniques for small business owners.”

Couch sessions: micro business therapy for the small business owner

Are you a struggling, frustrated or just inquisitive small business owner? Got a question you just can’t seem to find the answer for? Please submit your small business questions here.Get a new perspective and quick tip to help point you in the right direction. Be sure to bookmark and check this page every Wednesday, your question and the reply may appear right here in Couch Sessions for the Small Business Owner. This week, readers want to know:
Q: There are so many good responses, yet slow sales on a product that we do not have competition with. Our frustration is how do we get more people to know of our product, and what does it take for people to make the decision to buy? T. Demme, www.skaterscoach.com
A: Your story is a prime example of “if you build it, they may NOT come.” Clearly you have what is perceived to be a great product, but slow sales. You may want to re-examine your price point, your marketing plan and target market. Not all marketing venues are appropriate for all markets. For example, are you simply selling via a website or doing live demonstrations? Which method does your target market prefer? Is there room to decrease the price or provide something of additional “perceived” value?

Q: What is the cost difference to my business between a 1099 contractor and employee? J. Asti
A: It depends on the position, but more importantly there are a lot of legal and tax implications for hiring employees and independent contractors. You want to consult with a tax and/or legal professional to answer your questions. Also check out this link for quick tips.

Q: Do you have any suggestions for effectively marketing an online service (transcription) without using paid advertising such as expensive PPC campaigns, banner ads etc. www.writeaudio.com
A: How are you currently connected to and connecting with attorneys, paralegals, process servers, legal associations and legal-aid services? When you are marketing to your ideal client and target market don’t forget to connect with those on the peripheral who can put you in direct contact with your ideal clients. Also, professional social networking sites like LinkedIn are a great way to connect and communicate with small law firms (check out and join the legal subgroups as well). Be careful not to jump into your “pitch.” Ask questions about the needs of small firms and go from there.

Q: Is it better to increase prices slowly and steadily or raise them markedly once and keep them stable? S.Silbeberg www.fitpacking.com
A: People should naturally anticipate price changes. Many times it is out of the business owners hands (cost of living, cost of goods, taxes, etc.). When determining prices changes, consider the reason why, can the difference be made up somewhere else, can value be added, can you combine or change packages/services, etc. If you have an annual or standard nominal increase each year or every other year to cover cost of living type expense, clients will generally understand. However, “price creeping” can be hard to swallow. Just think about the gas prices. People are forced to pay out of necessity and will look for the cheapest price. Are your services a necessity? Are your prices competitive?

Q: I have become a local subject matter expert in my field and am a regular guest on the FOX, ABC and NBC networks talking about my field. Apart from hiring an expensive PR firm, which is out of budget right now, how can I make the leap to being a national, or even regional, expert? C. Rocha,www.pocketyourdollars.com
A: Where are your marketing efforts currently focused? Are your clients regional or national? Are you connections regional or national? Tap into your 6 degrees of separation and see who you are already connected with on a national level. Inquire about collaborations and speaking opportunities in their areas.

Q: I have been in the small business financing industry for over 10-years as a broker and would like to expand by leveraging my industry knowledge to consult with small business owners on how to obtain financing. How do I bring consulting/speaking into my present business model? S. Stock
A: You may want to start by developing a signature presentation (approx. 15-20 min.) This presentation is basically an introduction to some the ways you address pain points experienced by small business owners who are seeking financing. For example: 5 Mistakes Small Business Owners Make When Obtaining Financing and How to Avoid Them. Use that presentation to get on the agenda at local business meeting groups, associations, etc. Start with the ones you are affiliated with first and work your way around any associations or meetings where your friends and colleagues work. If your presentation is helpful and energized enough, it will provide you with a good start.

Are you a struggling, frustrated or just inquisitive small business owner? Don’t forget to submit your questions. Get new tips, tools and techniques every Wednesday. Be sure to subscribe and RSS this column at the top.

Small business owners shouldn’t fear failure

Failing can bring you closer to success when you learn to embrace it. No business achieved real success without failing first. Embracing failure can be difficult, but it can also be empowering. What is it that is causing you fear? Is it real or imagined? Sometimes we create our own “monster in the closet.” What’s the worst-case scenario if you fail? Failure forces you to face your errors, shortcomings and fears, which are required for growth.

Make no mistake, if your business is going to be a success, you will certainly face some failures along the way. If and when you do fail, could you start again? What could you do differently? Take precautionary measures and limit your liability to help mitigate losses. Consider the following:

• Analyze your previous mistakes: Be clear about what works and what doesn’t work. Know what went wrong and why and correct it. The worst thing you could do is to make the same mistake twice. Also, learn to use your weaknesses as strengths.

• Ask for help before you need it: No business owner is an island. Use your sphere of influence, advisory board, mentors, coach, colleagues, associates, etc. (or micro business therapist) to help you determine your best plan of action, identify gaps and address needs. If you go it alone, you will certainly increase the odds of you missing something important or relevant.

• Proper planning prevents poor performance: Never proceed without a plan. Give careful thought to goal setting, campaigns, communications, organization, etc. Do your homework and research. Due diligence will reveal the pros and cons of any venture or concept. Always proceed with both eyes open to the possibilities and opportunities.

There are valuable lessons in failure. When you acknowledge that failure is possible and identify the source of your fear, you can work through it. If you learn from your failures and mistakes, you empower yourself with wisdom, confidence and the courage to face your next one.

WANT TO RE-POST THIS ARTICLE ON YOUR BLOG OR USE THIS ARTICLE IN YOUR EZINE, E-NEWSLETTER OR WEB SITE? You may, as long as you include this complete blurb with it:

A.Michelle Blakeley is in the listening business. As a Micro Business Therapist, she provides an open-minded and non-judgmental ear to listen to the real issues and concerns that start-up, emerging and women entrepreneurs experience and negotiate solutions through comprehensive discussions and practical micro business plans. She is featured in Forbes.com and the Financial Post as one of 30 Women Entrepreneurs to Follow on Twitter, contributor for the San Francisco Examiner and Fearless Woman Magazine; the host of Simple Truths for Women Entrepreneurs on BlogTalkRadio.com and author of the NEW e-book: “Get it Right and Move Along… a collection of practical tips, tools and techniques for small business owners.”

Couch sessions: micro business therapy for the small business owner

Are you a struggling, frustrated or just inquisitive small business owner? Got a question you just can’t seem to find the answer for? Please submit your small business questions in the comments section below.

Get a new perspective and quick tip to help point you in the right direction. Be sure to bookmark and check this page every Wednesday, your question and the reply may appear right here in Couch Sessions for the Small Business Owner.

This week, readers want to know:

Q: I’m the co-founder of Wishter.Net, an online wish list and gift registry for kids’ birthday parties and a donation generator for schools and other non-profits. What is the best way to promote our service, which is free? C. Sees, www.wishter.net

A: After reviewing your sight, I would put your “how it works” somewhere more prominent. If you target market is moms, how connected are you to mompreneurs and social networking sites that specialize in moms? What does your marketing message look like? How are you engaging your ideal clients? Also think about (local) vendors for children’s parties and how you can collaborate or connect.

Q: Where and how do we reach the right people in companies who have the authority and/or vision to see what we do as a potential independent contractor or B2B services rather than getting sucked into the HR employee nightmare? J.Marie, www.creativeoptions.com

A: It would serve you best to look at your existing sphere of influence and see what opportunities are hidden there. Assuming you’ve amassed quite a few relationships over the years, professionally and personally, consider your objective and whom do you already know that can help you meet that objective. Oh, and be sure to check out 100 places to sell and share your knowledge here: http://ht.ly/1S9cU

Q: At what point do you shut down your business and go back to work for someone else? Assuming I’m making as much on my own as I could working for someone else, should I continue working for myself or reduce my stress and go work for someone else? The flexibility is great, but the stress of always trying to bring in new clients is taking its toll on my health. S.Fischer, www.fischer-law.com

A: Small business owners should always consider their health when making life changing business decisions. If your health is being adversely affected by your business, you may want to consider going back to work for a firm. However, will you just be replacing one stress with another? Have you considered collaborating with another attorney or paralegal who enjoys the marketing/social networking side of the business?

Q: Where can I get market research data on my target market? K. Lovejoy

A: These two sites would probably be a great place for you to start (http://ht.ly/1S908 and http://ht.ly/1S92P) You should also set up Google alerts for keywords that will help you mine the information you are looking for (i.e. “women consumers” etc.)

Q: Can you offer any insights on places or organizations that offer grants or other funding to help new business owners get their business off the ground? L. Patrick, www.gloriousgoodiesglutenfreedesserts.com

A: As you know, grants and funding for start-ups are sparse and competition is great. However, you certainly want to be sure to connect with your local SCORE office and speak with a counselor for SBA financing options. Do you have a relationship with your current business bank? If not, establish one. Do a Google search for micro finance, micro loan and/or micro grant opportunities.  (websites like Accion USA )

Are you a struggling, frustrated or just inquisitive small business owner? Don’t forget to submit your questions in the comments section below.  Get new tips, tools and techniques every Wednesday.

7 Seeds to Plant That Will Grow Your Business

Small business management is a delicate balance of planning, action and intrinsic perspective. With minimal resources, time and money must be spent wisely. Business fundamentals must be incorporated at all times. Below are 7 “best practice” seeds to plant. When watered (acted upon), they will help your business grow.

1. Be clear about what need your business fulfills – Just because you have business cards and your sign says “open,” doesn’t’ mean you have a sale. Be clear about how your product or service helps or benefits someone. We have so many choices these days and people are savvier than ever about how and where they spend their money. Make sure you have something of real value and use and be ready to explain why and how it makes life easier or better.
2. Know where to find your ideal clients and how to communicate with them. It doesn’t make much sense to have the perfect product or service for pilots who fly charter planes if you are spending your time connecting and marketing to them on Facebook or Myspace. You have to know where to find your ideal clients and how to communicate with them. Too many small business owners are still marketing to “everyone” or the “general public.” It can quickly kill a business.  Refine your target market and define your ideal client.
3. Have a clear, concise and consistent marketing message – Do potential clients know what you do based on the information on your business card, website, social network profile? What is your elevator pitch? Do you have one? Can you clearly define your business AND its benefit in 30 seconds? You never know when an opportunity will arise or when you will spontaneously be in the presence of your biggest client. Always be prepared to explain what you do, how you do it, why you do it and what’s the benefit.
4. Take inventory of your existing resources – Small business owners are in constant “I need” and “If only I had” mode. The truth is, often times what you need is already in your bag of resources. You had a life before you started your business and you have colleagues, friends and family. Always be sure you check your sphere of influence for your needs first before looking outside. The people that already know you are your greatest asset. If you need clients, tell them first. If you have a sale or promotion, tell them first. If you need help, tell them first.
5. Have a functional system in place – As a small business owner, you probably can’t afford to get sick or take long vacations. Which is why it is vital that you have functional systems in place that will minimize unexpected absences and the need for damage control. You should document your processes. When your business is streamlined and you have systems in place, it reduces chaos and stress on bad days, missed days and sick days. It also makes it easier for someone to come in and “follow along” when help is needed.
6. Communicate with your clients… often – Many small business owners spend an inappropriate amount of time generating new clients. This time and energy is better spent if you focus on cultivating relationships with your existing clients. How many of your existing clients are “repeat customers?” If your “new clients” outweigh your “repeat clients,” you have a problem. Repeat clients are the ones who are singing your praises to their friends and family. Word of mouth advertising is priceless. Repeat clients are the ones who will continue to patronize you out of loyalty through price changes, varied economic climates, and a bad day. Yes, you need to engage new clients, but your existing clients are your foundation.
7. Stay ahead of the curve – The best way to stay ahead of the curve is to continue to educate yourself in all areas of your business and industry. You also want to keep your finger on the pulse of your clients’ needs. Clients’ needs change with the wind and the quicker you can adapt to the changes (while maintaining the integrity and purpose of your business) the better your business will be for it. Anticipate change and adapt.

Even redwood trees started out as seeds!

WANT TO RE-POST THIS ARTICLE ON YOUR BLOG OR USE THIS ARTICLE IN YOUR EZINE, E-NEWSLETTER OR WEB SITE? You may, as long as you include this complete blurb with it:

A.Michelle Blakeley is the Founder and CEO of Simplicity, Inc.; a progressive small business development firm. She manages her clients’ business expectations and prevents information overload via Micro Business Therapy™ and Micro Business Action Plans. She is featured in Forbes.com and the Financial Post as one of 30 Women Entrepreneurs to Follow on Twitter, contributor for the San Francisco Examiner and Fearless Woman Magazine; the host of Simple Truths for Women Entrepreneurson BlogTalkRadio.com and author of the NEW e-book: “Get it Right and Move Along… a collection of practical tips, tools and techniques for small business owners.”

Stop, think and listen

Small business owners often find themselves in a constant state of emergency. Emergencies can occur through no fault of your own, however; putting out fires on a daily basis is a sign that your business systems, processes and practices are not functioning properly and are ineffective.

It is imperative that small business owners (especially those without staff and limited resources) have streamlined and organized systems and practices. This includes the way you process your clients’ information, marketing techniques, sales scripts and invoices/ bookkeeping. And let’s not forget hours of operation. There is nothing wrong with setting your own hours, but are you adhering to them? Are you spending the appropriate amount of time with your family? How and when are you honing your skills and increasing your business knowledge? Do you set aside time to perform the menial administrative duties? Do you plan your work? There needs to be a clear, well-defined and functional manner in which you operate your business.

When you are overwhelmed, frustrated and lost you should stop, think and listen. Stop doing what you are doing. Just like in a real emergency, STOP. Don’t panic. Our stress and anxiety levels immediately increase when we are flying by the seat of our pants. We are naturally concerned about revenue, clients and the direction of our business. This is okay. However, it is also easy to add to this concern unnecessarily when we operate our business without proper planning and a functional work system. So again, when you find yourself panicked, overwhelmed or simply unproductive, stop. When you are in quicksand, it is the flailing around that will cause you to sink even faster. Don’t move forward or backward. Just be still.

Think. Reflection and introspect is critical for small business owners. We have to be able to step back and survey the land to see clearly. Be realistic about where you are and what has taken place so far. Assess your business condition. What are you doing right? What are you doing wrong? What are your resources? What are your strengths? If you are not sure, don’t be afraid to ask for help. The knowledge and wisdom from wise counsel and a fresh pair of eyes could be the jolt you need to redirect your energy in the right direction.

Once you have come out of survival mode and have taken some time to really think about and assess your position, you must be open-minded and prepared to listen. Open-minded enough to accept the reality of your condition in whatever state it is in. Denial is destructive to you and your business. Listen to your intuition. We all have that small voice inside that gives us a heads up when we are going in the wrong direction or if something doesn’t feel right. Listen to that voice and give it the power and credit it deserves. If you have sought wise counsel, listen to what it is they are telling you. They should be telling you what you need to hear, not what you want to hear.

The next time you find yourself overwhelmed, lost, frustrated or in a constant state of emergency, stop, think and listen.

WANT TO RE-POST THIS ARTICLE ON YOUR BLOG OR USE THIS ARTICLE IN YOUR EZINE, E-NEWSLETTER OR WEB SITE? You may, as long as you include this complete blurb with it:

A.Michelle Blakeley is the Founder and CEO of Simplicity, Inc.; a progressive small business development firm. She manages her clients’ business expectations and prevents information overload via Micro Business Therapy™ and Micro Business Action Plans. She is featured in Forbes.com and the Financial Post as one of 30 Women Entrepreneurs to Follow on Twitter and the host of Simple Truths for Women Entrepreneurs on BlogTalkRadio.com.